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Service Desk Specialist

Job Description

CACI is looking for a Service Desk Specialist to provide customer service support for office automation applications, personal computers, mobile devices, and printers. Primary responsibilities include answering, evaluating, prioritizing, and resolving incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.  The individual must be able to work collaboratively with end users and other sections to ensure delivery of the best solutions as quickly as possible.

What You'll Get To Do:

  • Responsible for collection of incident information through customer conversation, and self-service support tools. 
  • Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience. 
  • Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components. 
  • Communicates promptly on progress. 
  • Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists. 
  • Executes against established Service Level Agreements (SLA). 
  • Documents resolutions and updates self-help and staff knowledge bases. 
  • Alerts management to recurring problems and patterns of problems.  

You'll Bring These Qualifications:

  • Excellent organization and communication skills.
  • Proficient with Windows Operating System
  • The ability to work independently under general supervision.
  • A willingness to work in an energetic, fast-paced and team environment.
  • Requires a high school diploma, and three years of related experience.
  • Must be able to obtain DOJ MBI

These Qualifications Would Be Nice To Have:

  • Experience working with Remedy (ITSM).
  • IT certifications, i.e. A+ and Security+, are preferred, but not required.

Physical Demands:

Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some local travel may be required.

What We Can Offer You:

- We’ve been named a Best Place to Work by the Washington Post.

- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

- We offer competitive benefits and learning and development opportunities.

- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

- For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.


Job Location



CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

Company Name:
Security Clearance:
Washington, District of Columbia
United States
Not Specified
Job Number:

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